IT Support Specialist

1 week ago

Rajahmundry, Andhra Pradesh, India beBeeIT Full time ₹ 8,00,000 - ₹ 15,00,000

We are seeking a proactive IT Support Specialist to serve as the first point of contact for IT support requests. The role involves handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.

Key Responsibilities:
  • Serve as the initial point of contact for all IT-related user issues and requests.
    • Record, categorize, and prioritize incidents in the IT Service Management System.
      • Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
        • Reset passwords, unlock accounts, and assist with access-related issues.
          • Escalate unresolved issues to Level 2/3 Teams with detailed logs and user inputs.
            • Maintain communication with users to provide status updates and follow-ups.
              • Ensure all tickets are logged, updated, and closed in a timely manner according to Service Level Agreement (SLA).
                • Support remote users using remote desktop tools.

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